Originally Posted by
jsloan
This has not been my experience with UA (or, at least, I've never known that it was, anyway). I've had to contact them twice due to UA's braindead, broken refunds process which frequently refuses a refund even when one is clearly due. I've gotten a satisfactory response -- beyond the bare minimum -- in each case.
If UA wants to have fewer DOT complaints, they should fix their broken systems.
I do agree that it shouldn't be your first response without even contacting customer care. However, the phrase "escalating" suggested to me that OP has already done that. Not knowing anything else about the complaint, I'm hesitant to suggest OP embark on what could turn into a long run-around just to prevent UA from the DOT.
Oh I agree if already escalated, and it's been stated that OP is essentially going to resort to self help to force a reply, then go for it. That's what it is there for.
I've got a sort of visceral reaction to DOT complaints given I've seen the verbatim comments of many of them. Most could use spell check or to turn off their Caps Lock. They also take just about anything... like airline A is tagged with a complaint because person meeting passenger on Airline B left their car unattended at Airline A's curbside and it got towed, and complaint goes to A because their employee tried to assist and direct to B. Or having to reply to DOT complaint from a passenger stating that my ticket counter has "too many Black agents." I think DOT thanks to a lot of media attention/advice has become a dumping ground versus a true tool for escalation and to measure true failures of an airline's operation or service. Okay, down from the soapbox.
But yes, not knowing the details of the OP's complaint, with two rounds of no resolution it is time to go to DOT. Based on context of (most) complaints on this forum, it probably is something that's both a legitimate issue and legitimately irritating to deal with.